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Complimentary food and drink is the form of personalisation most desired by luxury hotel guests
Analysis of comments posted on Twitter and Facebook by guests of luxury hotels reveals that offering complimentary food and drink is the most desired way to personalise a guest’s stay. 40% of comments which discuss personalised experiences in hotels focus on food and drink.
- 40% of all guests' comments which discuss how a hotel has personalised their stay focus on food and drink: Guests frequently say “thank you” for “amazing treats” and “complimentary” refreshments which make the hotel seem “thoughtful” and “welcoming”
- Attentive staff who make an effort to be personable also drive positivity: Staff who “remember names” and go “above and beyond” to make a guest’s stay “special” are frequently praised
- Room upgrades drive 20% of discussion about how hotels make a guest’s experience special: Guests thank hotels for “surprise upgrades” and moving them to rooms with “balcony views” to celebrate special occasions like “anniversaries” and “honeymoons”
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